I am facing an issue with the OOB/Create Incident record producer in Employee Center.
Current behavior:
- Impact = None
- Urgency = None
- Priority automatically displays P5 - Very Low on the portal form before submission.
- After submission, the incident is created with Priority = P5.
Troubleshooting already performed:
- Updated all Incident Priority Data Lookup records that previously mapped to P5, changing them to P4.
- Verified that creating an Incident directly from the backend now results in P4 as expected.
- Reviewed the Record Producer script and found no explicit assignment such as current.priority = 5.
- Checked for Catalog Client Scripts and could not find any script setting the Priority.
- The Priority field on the portal is read-only and already shows P5 before the record is submitted.
Issue:
- Backend incidents respect the updated Priority Lookup configuration.
- Incidents created through Employee Center still default to P5.
- I am trying to identify where Employee Center is deriving the P5 value from.
Questions:
- Is there a Script Include, Data Lookup Definition, Portal Widget, UI Policy, or another OOB component that calculates and displays the Priority before submission?
- Has anyone encountered a situation where backend incidents use the updated Priority Lookup matrix, but Employee Center continues to display and create incidents with P5 with impact and urgency as none.
Any guidance on where to trace the issue would be appreciated.
Thank you.
